Lead, Change Management Process Manager
Warner Bros. Discovery
Welcome to Warner Bros. Discovery… the stuff dreams are made of.
Who We Are…
When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
Your New Role:
The Lead, Change Management Process Manager will play a critical role within the Enterprise Service Management (ESM) office, overseeing the end-to-end lifecycle of IT changes to ensure operational stability, controlled risk, and minimal business disruption. The position will be based in Hyderabad and will report directly to the Director of Service Management Operations within the ESM organization.
As a key contributor in the Service Management ecosystem, the Lead, Change Management Process Manager will coordinate closely with service owners, product teams, delivery managers, architecture, and engineering groups to administer, facilitate, and continuously improve the Change Management process. This role is responsible for ensuring that all changes follow established governance, comply with policy and regulatory requirements, and align with strategic IT and business objectives.
The successful candidate must bring strong leadership, facilitation, and communication skills, with the ability to guide stakeholders through change rigor, manage resistance, and make informed decisions that balance agility with risk mitigation. The role requires expertise in change methodologies, ITSM frameworks (especially ITIL Change Enablement), and process management practices. Key responsibilities include leading the Change Advisory Board (CAB), driving process compliance, coordinating risk and impact assessments, and ensuring that changes are delivered safely, efficiently, and predictably.
Your Role Accountabilities:
PROCESS MANAGEMENT (30%)
Lead the end-to-end Change Management process, ensuring that all changes—from standard to emergency—follow established governance, workflow, and approval controls.
Maintain and evolve the change policies, procedures, templates, and documentation to support clarity, consistency, and operational excellence.
Oversee the ServiceNow Change module usage, ensuring process integrity, data quality, and adherence to industry best practices.
Partner with stakeholders to manage change categorization, planning, scheduling, blackout windows, and maintenance calendar governance.
Ensure the Change Management process integrates effectively with other ITSM processes such as Incident, Problem, Release, and Configuration Management.
APPROVAL FACILITATION (20%)
Lead and facilitate Change Advisory Board (CAB) and Emergency CAB (ECAB) meetings, ensuring effective representation, transparent decision-making, and timely approvals.
Validate change readiness by reviewing business impact analyses, implementation plans, test evidence, back-out plans, resource requirements, and deployment validation criteria.
Ensure that all stakeholders—technical and business—are engaged appropriately in the approval process and understand the rationale behind decisions.
Drive alignment across teams by mediating conflicting priorities and enabling data-driven, risk-balanced approval recommendations.
RISK MITIGATION (20%)
Conduct thorough impact, risk, and dependency assessments across changes, ensuring that high-risk changes receive the appropriate level of scrutiny and governance.
Partner with architecture, security, and operations teams to identify risk trends, recurring issues, and patterns associated with changes.
Drive proactive risk mitigation strategies, including improved quality gates, better testing standards, and enhanced change planning practices.
Promote a culture of “right-sizing controls” by helping teams understand when changes warrant standardization, automation, or additional risk measures.
MONITORING & REVIEW (15%)
Monitor the daily change pipeline, identifying bottlenecks, deviations, failed changes, and unauthorized changes to drive timely corrective action.
Conduct post-implementation reviews (PIRs) on high-impact, failed, or emergency changes to identify root causes and prevent future occurrences.
Prepare and deliver regular change performance reports, dashboards, and insights to leadership, highlighting trends, risks, and opportunities for improvement.
Track and measure process KPIs such as change success rate, lead time, emergency change frequency, and policy compliance.
COMPLIANCE & AUDITING (15%)
Ensure the Change Management process adheres to internal controls, audit requirements, and relevant regulatory/compliance frameworks.
Support internal and external audits by providing documentation, evidence, and expert explanation of change controls and governance.
Conduct periodic compliance checks to detect process violations, data quality issues, and policy exceptions, driving remediation plans when required.
Maintain a strong governance posture by ensuring all change activity meets security, risk, and operational standards.
Qualifications & Experiences:
6+ years of experience in IT Service Management, Change Management, Release Management, or related IT operations fields, with at least 3 years in a lead or process owner capacity.
Proven expertise in managing global change processes within complex technology environments, preferably on the ServiceNow platform.
Strong experience facilitating CAB/ECAB and engaging with senior stakeholders, technical SMEs, and cross-functional teams.
Solid understanding of ITIL frameworks—especially Change Enablement (Change Management), Release, and Configuration Management.
Hands-on experience with ServiceNow Change Management or similar enterprise ITSM platforms.
Strong analytical skills with the ability to interpret data, identify trends, and drive improvements.
Excellent communication, facilitation, and negotiation skills with the ability to influence decisions across diverse stakeholder groups.
Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
Not Required but preferred experience:
ITIL v4 Foundation certification (higher-level certifications such as Managing Professional are a plus).
ServiceNow CIS–ITSM or similar ServiceNow certifications.
Familiarity with enterprise governance frameworks and compliance controls.
Experience supporting global or enterprise-level service delivery organizations.
Experience working in Agile or hybrid work environments.
How We Get Things Done…
This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.
Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.